2 About this document

2.1 Readership

2.2 Purpose

The Object of the project is to provide and manage the ‘Resilient and Secure’
Hosted Service Infrastructure taking into careful consideration the requirements
of ICANN.org registry bid.

2.3 Scope

This document is initial Contract between POPTEL and Business Serve and covers
how Business Serve proposes to supply Hosting and managed services to satisfy
ICANN.Org registry bid. The Contract will include the following:

Secure Dedicated Co-Location Facility.

Scaleable and Resilient Bandwidth

Managed Services for equipment in Co-location Facility.

2.4 Communications
with Business Serve

For any enquiries relating to this Contract, please contact the following:

4.2 Scaleable and Resilient Bandwidth

The data centre will be connected to Business Serve’s network and will have
fully scaleable bandwidth (IP Transit) to allow POPTEL to access the Internet,
starting from 34Mb. However this will be charged on a per Mb basis.

4.3 Managed Services for equipment in Co-location Facility.

4.3.1 Service Outline

The Managed Service will comprise of various components, these are as follows:

· Proactive Managed Services

· Reactive Managed Services

· Engineering

The Proactive Managed Service will include all services provided to the customer
irrespective of any fault, problem, failure etc. and due to the nature of the
service will have a fixed charge which will be defined within the Managed Service
Charges Schedule.

The Reactive Managed Service will include services that are provided in the
event of a fault, problem, failure etc. The charges for this will include both
a fixed and variable component, details of which will be defined within the
Managed Service Charges Schedule.

Engineering will include all services that are not included with either the
Proactive and Reactive managed Services. The service will incur variable charge
details of, which will be defined within the Managed Service Charges Schedule.

4.3.2
Proactive Managed Service

The proactive services defined below covers the services provided to the customer
irrespective of any fault, problem, failure.

4.3.2.1 24 x 7 Monitoring of Bandwidth Utilisation.

Business Serve will monitor bandwidth utilisation. This service is carried
out remotely and carries out analysis of the traffic patterns both inwards and
outwards.

The data collected is logged and is continuously reported in graphical format
and is available to the customer on line.

In addition to this being available on line a report will be sent to the customer
monthly.

4.3.2.2 24 x 7 Engineer Call Out

An engineer will be available and on call 24 x 7

4.3.2.3 Tape Backup Rotation

An engineer will be available to facilitate tape backup rotation as required
by the customer.

4.3.3 Reactive Managed Service

This part of the Managed Service includes services that are provided in the
event of a fault, problem, failure or customer request for changes to the services.
The charges for this will include both a fixed and variable components.

4.3.3.1
Fault Reporting & Notification

Each fault or issue will be logged within Business Serve’s Customer Management
System and issued with a unique ID reference and advised to the customer at
the time of the call or via mail

In the event of an issue arising as a result of the Proactive Managed Service,
the issue will be logged and the customer will be notified of the problem within
30 minutes of the alert being raised if the alert occurs within normal working
hours. If the alert occurs out of working hours the customer will be notified
of the problem within 2 hour of the alert being raised.

Business Serve will endeavour to carry out initial diagnostics prior to the
initial response to try and ascertain the cause of the fault.

In the event of an alert detailed in above the method of notification to the
customer will be initially by telephone followed by confirmatory email, as detailed
below:

Peter Moore Technical Manager (POPTEL Ltd)

Tel: 0161 906 3873

Email: peter.moore@poptel.coop

All issues, problems raised by the customer must be reported to the call centre
as soon as possible via any one of the following methods:

Telephone – support is available between the hours of:

08.00 – 18.30hrs week days

09.00 – 17.50hrs weekends and bank holidays

Note: No cover is available Christmas day, Boxing Day and New Years Day

Fault / Item Resolution

Where engineering services are required i.e. re-booting servers etc either
by the request of the customer or through the proactive managed service, an
engineer will be available 24 x7. However charges will be made depending upon
whether the fault is within working hours or not.

5 Commercial Contract

5.1 Contract

Item

Description

Cost / Item

Total/Month

1

Co-location Facility in Business Serve’s Salford Quays premises in Manchester.